A Provisioning ticket should be opened when there was an issue with the provision of the customer's service. DO NOT ESCALATE FOR PROVISIONING ON THE INSTALLATION DATE

Install Completed by Carrier Technician

Why? If the customer never saw a technician, it is very likely the installation was not completed properly and the order was probably not completed on the carrier's end, this would cause a provisioning issue as the modems are not added to the carrier's systems until the install order is completed.

How? Verify with the customer.

Videotron If your customer is classic C (Videotron) please ensure that you review the procedures for Videotron escalations.

1 minute Powercycle

Why? If the customer's modem has been added to the system or was recently installed, powercycling will force the modem to re-authenticate with the carrier's servers and can resolve these issues.

How? Have the customer unplug power from the modem and leave it out for 1 minute, then plug it back in.

Release/Renew the IP Address

Why? If the customer's modem is properly provisioned but they are still getting a 10.x.x.x IP, you may need to release and renew the address to force it to get a new/valid address.

How? Walk the customer through opening the command prompt, then run ipconfig /release, once it goes back to the prompt, run ipconfig /renew.

Does customer receive an on hold page when attempting to browse

Why? If the customer is getting an on hold page, it indicates the modem is not activated on the carrier's network and this confirms this is probably a provisioning issue.

How? Have the customer try to browse to a webpage.

Attempted Modem factory reset

Why? This step is requested by the carrier in order to open a repair ticket. Often it will release and renew all the information located in the modem and make the service work better.

How? Have the customer put the modem on Standby mode and login to the interface http://192.168.100.1

Computer Information

How? Open up the command prompt by clicking on "Start" and then "Run" (on Windows XP) or just typing in the start search box (Windows Vista or 7) "cmd". Once the black command prompt window is open, in the field, type "ipconfig /all".

IP Address

Why? If the customer is getting a 10.x.x.x IP address, this confirms it's a provisioning issue, it is also relevant to Rogers as it tells them which segment of their network the modem is connected on if they run into issues.

NIC Mac Address

Why? The carrier wants this information so they can determine which device is trying to obtain an IP address through the modem and see if this information may be trapped in the servers on their end.

Operating System

Why? This information generally does not matter, but is requested by the carriers.

Required Information

Light Status

Whenever you are escalating an issue for cable, always include the light status for the modem. This light status can confirm the issue or indicate what the issue is. Refer to the appropriate light status guide: Motorola SB510X or DCM425.

Motorola SB510X

Power:

Receive:

Send:

Online:

PC/Act:

Standby:

RCA Thomson DCM425

Internet:

PC Link:

Cable Link:

Cable Activity:

Message:

Modem Information

Always gather this information directly from the customer's modem and confirm it with what is active in the portal and their DAS account.

MAKE & MODEL:

HFC MAC:

CUST SERIAL:

Availability / Contact Info

Always get the customer's contact information, especially in cases where they have a bundle as the home phone number will not work. Also keep in mind some providers (Shaw) want 3 possible dispatch dates and times, append that information to these tickets. For Videotron please ensure to review the Videotron procedures for provisioning.